Technical Support Help Desk

Matthew Garay

PROFESSIONAL SUMMARY

An IT Professional with experience providing hardware, software and network connectivity support. Able to work in a fast paced environment with great communication skills. Provided technical support to Institute employees and C level users, assisted them using IT resources to complete their duties. Highlights include:

• Perform diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.

• Identify, isolate and repair computer equipment showing wear and tear as well as during preventative maintenance routines.

• Support LANs, WANs, network segments, Internet, and intranet systems.

• Administer servers, desktop computers, printers, routers, switches, firewalls, phones, personal digital assistants, smartphones, software deployment, security updates and patches TECHNICAL SKILLS

Troubleshooting * Systems Administration * Active Directory * Linux * Network Administration * Windows XP-10 * Windows Server * Cisco Technologies * Hardware Support * Software Support * Technical Support * Mac OSX * VMWare * Hardware Diagnostics * Firewalls EDUCATION

BS in Computer Science

California State University Bakersfield

PROFESSIONAL EXPERIENCE

Freelance-Concept Yard July 2013 - Present

QA Engineer / IT Specialist

• Field incoming help requests from end users via both telephone and work orders in a courteous manner.

• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

• Build rapport and elicit problem details from help desk customers.

• Prioritize and schedule problems.

• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.

• Apply diagnostic utilities to aid in troubleshooting.

• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

• Identify and learn appropriate software and hardware used and supported by the organization.

• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.

• Test fixes to ensure problem has been adequately resolved.

• Perform post-resolution follow-ups to help requests.

• Develop help sheets and knowledge base articles for end users.

• Perform related duties consistent with the scope and intent of the position.

• Review requirements, specifications, and technical design documents created by the Product Team to provide timely and meaningful feedback - Create detailed, comprehensive and well- structured test plans and test cases - Estimate, prioritize, plan, and coordinate testing activities

• Design, develop and execute automation scripts using open source tools - Identify, record, document thoroughly and track bugs - Perform thorough regression testing to verify bugs are resolved

• Ran automated tests via (Rspec, Selenium)

ShipHawk February 2015 - March 2016

QA Engineer / Release Manager

• Reviewed requirements, specifications, and technical design documents to provide timely and meaningful feedback -Create detailed, comprehensive and well-structured test plans and test cases -Estimated, prioritized, planned, and coordinated testing activities

• Designed, developed and executed automation scripts using open source tools - Identify, record, document thoroughly and track bugs -Perform thorough regression testing when bugs are resolved - Processed all Developer pull requests

• Ran automated tests via (Rspec, Selenium) -Deployed to various environments (Dev, Staging, Production, Sandbox)

Latitude 34 Technologies December 2014 - February 2015 Help Desk Specialist

• Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.

• Identified, isolated and repaired computer equipment showing wear and tear as well as during preventative maintenance routines.

• Support LANs, WANs, network segments, Internet, and intranet systems.

• Administer servers, desktop computers, printers, routers, switches, firewalls, phones, personal digital assistants, smartphones, software deployment, security updates and patches.

• Maintained network facilities in individual machines, such as drivers and settings of personal computers as well as printers.

YARDI SYSTEMS, INC June 2014 - October 2014

Help Desk Technician

• Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists. Identify, isolate and repair computer equipment showing wear and tear as well as during preventative maintenance routines.

• Support LANs, WANs, network segments, Internet, and intranet systems.

• Administer servers, desktop computers, printers, routers, switches, firewalls, phones, personal digital assistants, smartphones, software deployment, security updates and patches. LESSON PLANET September 2010 - May 2014

Systems Administrator

• Established network specifications by conferring with users; analyzed workflow, access, information, and security requirements; designed router administration, including configuration and routing protocols.

• Established network by evaluating network performance issues, including availability, utilization, throughput, goodput, and latency; planned and executed selection, installation, configuration, and testing of equipment; defined network policies and procedures; established connections and firewalls.

• Maintained network performance by performing networking monitoring and analysis and performance tuning; troubleshot network problems; escalated problems to vendors.

• Secured network by developing network access, monitoring, control, and evaluation; maintained documentation.

• Prepared users by designing and conducting training programs; provided references and support.

• Upgraded network by conferring with vendors, developed, tested, evaluated and installed enhancements.

• Met financial requirements by submitting information for budgets, and monitored expenses.

• Updated job knowledge by participating in educational opportunities; professional publications; maintained professional and personal networks and organizations. BROOKS INSTITUTE June 2010 - September 2010

IT Specialist

• Was involved in all technical aspects of Information Technology, including setup, maintenance and troubleshooting of IT infrastructure.

• Provided technical support to Institute employees, assisted them using IT resources to complete their duties. Supported the Director in achieving departmental goals and objectives,

• Application design and development

• Setup, monitored and performed maintenance of IT infrastructure

• Assisted faculty, staff and students with hardware and software related issues/questions

• Troubleshot computer problems both over the phone and in person • Evaluated new hardware and software packages

• Administered Linux servers

• Contributed to open source projects

• Assisted with Cisco networking equipment

GARAY COMPUTER CONSULTING May 2010 - May 2014

Owner

• Microsoft Windows XP, Windows 7 and Mac OSX software installation

• Computer hardware installation, troubleshooting and repair for home users

• Networking and printer installations for up to 50 computer networks as well as troubleshooting UNION PACIFIC RAILROAD September 2005 - September 2010 Locomotive Engineer

• Class 1 Locomotive License (Obtained 09/2007)

• Power requirement calculations for locomotive according to terrain and route

• Conducted job briefing with Conductor as to train length, tonnage and footage

• Responsible for locomotive inspection prior to departure of terminal

• Maintained train handling with knowledge of terrain

• Conductor License (12/2005)

• Obtained and processed paperwork for train; verified correct placement and number of rail cars; inspected rail cars and trains for damaged goods.

• Verified air test had been conducted prior to departure; acknowledged radio transmissions with train dispatchers.

GARAY FARMS August 2001 - September 2005

Operations Manager

• Responsible for all daily operations of both grape and citrus crops, from land preparation to crop distribution

• Payroll processing and shipping paperwork. Assigned field assignments to field employees

• Conducted production meetings with farmers and wineries.

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